Adult and Community Services quality standards
This page shows you what level of service you can expect from Adult and Community Services.
Initial contact / referral
If you contact us we will deal with your enquiry and tell you what the next step will be within the following timescales:
Telephone calls - on the same day as your call is received as long as that call is received between Monday and Friday 9.00am. and 5.15pm. (5.00pm. on a Friday)
Emails - a response will be sent to you by the end of the next working day following receipt of your email
Letters and faxes - a response will be dispatched to you by the end of the next working day following receipt of your letter/fax
We will tell you if you are eligible for social services assistance, and if you are not we will give you information about what other organisations may be able to help you.
Assessment
- We aim to have your assessment completed within 4 weeks (28 days) of your first contact with us.
- You will be given the name of the person who is working on your assessment at each stage in the process.
- If, at the end of the assessment, you are eligible for services, we will tell you approximately how much you will have to pay before we arrange those services. We will rely on you giving us accurate information in order to do this.
Providing services
Once we have finished your assessment we aim to have all services in place within 4 weeks.
Reviews
We will review you services within 6 weeks of the start to make sure they are meeting your needs.
We will undertake an annual review of your needs and whether services continue to meet those needs.
Meals Service
- You will be able to choose what you eat from a range of different options.
- We will provide meals that meet your cultural, religious and dietary requirements.
- We aim to ensure your meal is delivered at a regular time each time you are due to receive one.
- The meals you receive will meet the nutritional standards set out by the National Association of Care Caterers.
More information about our meals service.
Homecare
If you receive homecare we will give you a purple folder containing a copy of all your information that can be used to keep records in one place.
You will have a key worker who takes the lead role in ensuring your needs are met.
Residential and nursing care
- You will have a choice about which home you move into.
- You’re friends and family will be able to visit you in your home whenever they choose to and will be made welcome there.
- You will have your own room in the home and the right to privacy in that room.
- You will have a key worker who takes the lead role in ensuring your needs are met.
More information on residential and nursing homes.
Day services
- There will be a range of activities available at your day centre that cater for a variety of interests.
- You will have a choice of lunchtime meals each day that you attend a day centre.
- You will have a key worker who takes the lead role in ensuring your needs are met.
More information on our day services.
Equipment and adaptations
- We aim to deliver standard equipment or adaptations to your home within 7 days working days from the day your assessment is completed.
- We will show you how to use your equipment or adaptation.
- We will replace or repair your equipment/adaptation if it is damaged or faulty, and we will maintain electrical equipment.
Transport
We aim to ensure your regular transport service arrives at a regular time on each day it is due.
The driver will be trained to assist you in getting in and out of the vehicle and will ensure you get inside safely wherever you are dropped off.
Direct Payments
- You will be able to access the Direct Payment Support Service run by Richmond Users Independent Living Scheme (RUILS) (telephone 020 8831 6083/4) if you require assistance in setting up your Direct Payment.
- We aim to have your direct payment set up within 4 weeks of you agreeing to receive one.
- The money for your direct payment will be paid monthly in advance directly into your bank account.